Job Description
Join Xtendops as our Director of Operations in Cebu and lead transformative initiatives in our dynamic call center and customer service environment. This pivotal role demands strategic vision to optimize operational workflows, enhance service quality, and drive measurable performance improvements. You'll oversee end-to-end operations, from process refinement to team leadership, ensuring our delivery exceeds global standards while maintaining cost efficiency. The position offers an opportunity to shape operational excellence in a rapidly growing organization, with direct impact on customer satisfaction metrics and team development.
Our Cebu hub serves as a critical delivery center for international clients, making this role ideal for a seasoned leader who thrives in multicultural settings. You'll collaborate cross-functionally to align operations with business objectives, implement technology-driven solutions, and foster a culture of continuous improvement. Xtendops provides a collaborative environment where your expertise will directly contribute to our mission of delivering exceptional service experiences at scale.
Responsibilities
- Oversee daily operations of call center and customer service departments
- Develop and implement strategic operational plans aligned with business goals
- Optimize processes to enhance efficiency, reduce costs, and improve service quality
- Manage performance metrics, KPIs, and reporting systems
- Lead, mentor, and develop high-performing operations teams
- Ensure compliance with industry regulations and company policies
- Collaborate with leadership on budget planning and resource allocation
- Drive continuous improvement initiatives through data analysis
Qualifications
- Bachelor's degree in Business Administration, Operations Management, or related field
- Minimum 7+ years of operations management experience in call center/customer service
- Proven track record of optimizing operational workflows and reducing costs
- Strong leadership skills with experience managing teams of 50+ employees
- Expertise in performance metrics, KPIs, and operational analytics
- Proficiency in CRM, WFM, and operational management software
- Exceptional problem-solving and decision-making abilities
- Experience implementing process improvement methodologies (Six Sigma/Lean)